We ship to the contiguous United States (lower 48 states) only. We do not ship to Alaska, Hawaii, U.S. territories, P.O. Boxes, or APO/FPO/DPO military addresses.
Q: How much does shipping cost?
Orders of **$110.00 or more** ship free. Orders under $110.00 are charged a flat **$9.00 shipping fee**, calculated at checkout.
Q: How long does delivery take?
Order processing takes **1-3 business days**. Transit takes **3-8 business days**. Total estimated delivery: **4-11 business days** from the date of order placement. These are estimates and may vary based on carrier conditions.
Q: When will I receive my tracking number?
A tracking number is sent to your email once your order ships. Tracking information typically requires 24-48 hours to activate in the carrier’s system. If your tracking link shows no activity after 48 hours, contact us at sale@natureim.com.
Q: My order shows “Delivered” but I haven’t received it. What do I do?
First, check surrounding areas — porch, building mailroom, neighbor’s property. Allow 24 hours, as carriers occasionally mark packages as delivered slightly early. If still missing, contact the carrier directly to file an investigation. Natureim is not liable for packages confirmed as delivered by the carrier.
Returns & Refunds
Q: What is your return window?
You have **30 calendar days** from the date of delivery to initiate a return.
Q: How do I return an item?
**You must contact us at sale@natureim.com first to receive a Return Merchandise Authorization (RMA) number before shipping anything back. Do not send items back without an RMA — they will be refused and returned at your expense.**
Email us with your order number and reason for return. If approved, we’ll send you the RMA number and return shipping address within 1-3 business days. Ship within 5 business days of receiving the RMA.
Q: Is there a restocking fee?
No. **No Restocking Fees** — ever.
Q: Who pays for return shipping?
If the item is defective or we shipped the wrong item, we provide a prepaid return label. For change-of-mind returns, return shipping is the customer’s responsibility.
Q: How long does a refund take?
Once your return is received at our returns address, processing takes 1-3 business days. The refund is then issued to your original payment method. Allow 2-12 business days for the credit to appear on your statement, depending on your bank.
Q: Can I cancel my order?
Orders can be cancelled within **12 hours** of placement, provided processing has not started. Email sale@natureim.com immediately with your order number. Once an order has been assigned a tracking number, cancellation is no longer possible.
Products & Quality
Q: The color looks different from the photos. Is this normal?
Yes. Product images are captured under controlled lighting. Actual colors may vary depending on your monitor brightness, color profile, and room lighting. Minor color differences between the image and the item received are an expected characteristic of artificial plants, not a defect.
Q: The tree I received is slightly taller or shorter than listed. Is something wrong?
Listed heights are nominal measurements. Due to branch flexibility and the way leaves are positioned, actual height can vary by ±5–10 cm (approximately 2–4 inches). This is a normal characteristic for this type of product and does not qualify as a defect.
Q: The leaves on my plant look slightly different from the product photos. Why?
Each artificial plant has leaves and branches positioned individually, which means no two units are completely identical. Minor differences in leaf angle, branch spread, and canopy shape are expected and inherent to these products. Gently reshape branches and fronds after unboxing to achieve your preferred arrangement.
Q: My large palm tree’s fronds were compressed during shipping. What should I do?
This is normal for large artificial palms and ferns shipped in boxes. Unpack the item, place it in position, and gently bend each frond or branch outward and upward by hand to the desired angle. Allow a few minutes for the foliage to settle into shape. If any branch appears structurally broken (not just bent), contact us with photos within 48 hours of delivery.
Orders & Payment
Q: What payment methods do you accept?
We accept Visa, MasterCard, American Express, and Discover credit cards. All transactions are in USD. We do not accept personal checks, money orders, bank transfers, or cash on delivery.
Q: Is my payment information secure?
Yes. All payment data is encrypted using 256-bit SSL technology. We comply with PCI-DSS requirements and do not store complete card numbers on our servers.
Q: Will I be charged sales tax?
Sales tax is calculated based on your shipping destination address and applicable state law. The tax amount is displayed at checkout before you confirm payment.
Q: My payment was declined. What should I do?
Check that the billing address you entered matches the address on file with your card issuer. If the issue continues, try a different card or contact your bank directly.
